Genesys Documentation - User contributions [en]

GAMD/Current/Agent

2020-06-26T09:30:11Z

Aiuliano: Published

{{MintyDocsManual
|product=Draft:GAMD
|version=Current
|manual=Agent
|alternateforms=Form:Article
|displayname=Agent's Guide
|pagination=no
|topicslist=* -Get started with Gplus Adapter
** Gplus Adapter basics
* -Handle interactions with Gplus Adapter
** Manage inbound calls
** Make outbound calls
** Supported features
* -Use Gplus Adapter for Microsoft Unified Service Desk (USD)
** Basics (USD)
** Manage inbound calls (USD)
** Make outbound calls (USD)
** Supported features (USD)
* -Use Gplus Adapter for Microsoft Dynamics 365 with CIF version 2.0
** Basics (CIF V2.0)
** Manage inbound calls (CIF V2.0)
** Make outbound calls (CIF V2.0)
** Supported features (CIF V2.0)
|topicslistpage=
|defaultform=Form:Article
|inherit=no
|Auto=Auto list
|Context=This guide provides all the information you require to start working with the Gplus Adapter for Microsoft Dynamics 365 in your environment.
}}

GAMD/Current/Admin

2020-06-26T09:27:36Z

Aiuliano: Published

{{MintyDocsManual
|product=Draft:GAMD
|version=Current
|manual=Admin
|alternateforms=
|displayname=Administrator's Guide
|pagination=no
|topicslist=* -Get started
** Prerequisites and browser support
* -Installation and configuration of the Adapter
** Adapter installation
** Gplus Adapter configuration
** Screen pop configuration
* -Gplus Adapter for Microsoft Unified Service Desk (USD)
** Prerequisites
** Adapter installation (USD)
** Adapter configuration (USD)
** Screen pop configuration (USD)
* -Gplus Adapter for Microsoft Dynamics 365 with CIF version 2.0
** Prerequisites & Browser Support (CIF V2.0)
** Adapter installation (CIF V2.0)
** Adapter configuration (CIF V2.0)
** Screen pop configuration (CIF V2.0)
|topicslistpage=
|defaultform=Form:Article
|inherit=no
|Auto=Auto list
|Context=This guide details the concepts and procedures relevant to administrators in your Contact Center for the implementation of Gplus Adapter for Microsoft Dynamics 365.
}}

File:GAMD 14 CIF2 outbound interaction screen pop.png

2020-06-24T14:50:49Z

Aiuliano:

GAMD 14 CIF2 outbound interaction screen pop

File:GAMD 13 CIF2 call toaster unknown contact.png

2020-06-24T14:37:57Z

Aiuliano:

GAMD 13 CIF2 call toaster unknown contact

File:GAMD 10 CIF2 multi-session.png

2020-06-24T14:11:13Z

Aiuliano:

GAMD 7 CIF2 multi-session

File:GAMD 10 CIF2 multi-session.png

2020-06-24T13:18:53Z

Aiuliano:

GAMD 10 CIF2 multi-session

File:GAMD 16 CIF2 performance tracker view.png

2020-06-24T11:11:54Z

Aiuliano:

GAMD 16 CIF2 performance tracker view

File:GAMD 15 CIF2 performance tracker.png

2020-06-24T11:10:57Z

Aiuliano:

GAMD 15 CIF2 performance tracker

File:GAMD 12 CIF2 click to call.png

2020-06-24T11:09:06Z

Aiuliano:

GAMD 12 CIF2 click to call

File:GAMD 8 CIF2 contact screen pop.png

2020-06-24T11:06:25Z

Aiuliano:

GAMD 8 CIF2 contact screen pop

File:GAMD 9 CIF2 more info on call.png

2020-06-24T11:05:40Z

Aiuliano:

GAMD 9 CIF2 more info on call

File:GAMD 11 CIF2 interaction screen pop.png

2020-06-24T11:04:37Z

Aiuliano:

GAMD 11 CIF2 interaction screen pop

File:GAMD 7 CIF2 call toaster.png

2020-06-24T11:03:45Z

Aiuliano:

GAMD 7 CIF2 call toaster

File:GAMD 6 CIF2 green red bar.png

2020-06-24T11:01:49Z

Aiuliano:

GAMD 6 CIF2 green red bar

File:GAMD 5 CIF2 call controls toolbar.png

2020-06-24T11:00:51Z

Aiuliano:

GAMD 5 CIF2 call controls toolbar

File:GAMD 4 CIF2 exit.png

2020-06-24T10:59:37Z

Aiuliano:

GAMD 4 CIF2 exit

File:GAMD 3 CIF2 status.png

2020-06-24T10:58:53Z

Aiuliano:

GAMD 3 CIF2 status

File:GAMD 2 CIF2 name displayed.png

2020-06-24T10:57:48Z

Aiuliano:

GAMD 2 CIF2 name displayed

File:GAMD 1 CIF2 log in.png

2020-06-24T10:54:00Z

Aiuliano:

GAMD 1 CIF2 log in

GASN/Current/Agent/Make outbound calls

2020-06-12T11:49:06Z

Aiuliano: Published

{{Article
|Standalone=No
|DisplayName=How to make outbound calls
|TocName=Make outbound calls
|Context=Here is everything you require to know to handle outgoing interactions with the Gplus Adapter for ServiceNow.
|Dimension=
|UseCase=
|ComingSoon=No
|Platform=PureEngage
|Role=
|Application=
|Prereq=
|Section={{Section
|sectionHeading=Outbound calls to a known contact
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=As one would expect, you can equally make outgoing calls. However, you can exclusively make outbound calls to records already existing in ServiceNow. If you wish to call a brand-new contact, first you need to register it within the CRM.

You can make outbound calls just clicking the '''phone icon''' next to the selected contact telephone number. For further information on the click-to-call feature, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}.

[[File:GASN 27 make outbound call.png|frameless|900x900px]]

When the outbound call connects, you receive a Service Now '''screen pop''' with an outgoing Activity History of type Call.

[[File:GASN 28 outbound call screen pop.png|frameless|900x900px]]

If you want to learn more about screen pops, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Agent|topic=Manage_inbound_calls}}
*{{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

GASN/Current/Agent/Manage inbound calls

2020-06-12T11:48:42Z

Aiuliano: Published

{{Article
|Standalone=No
|DisplayName=How to manage inbound calls
|TocName=Manage inbound calls
|Context=Here is everything you require to know to handle incoming interactions with the Gplus Adapter for ServiceNow.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=Inbound calls from a known contact
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=After you log in and make yourself available, you can receive inbound calls from the queue. When the Gplus Adapter alerts you of an incoming call, you receive a toast with '''information about the call'''. This information can include:

*the customer telephone number
*the number the customer dialed
*the type of call
*any additional data to identify the customer of the call.

[[File:GASN 23 information about the call.png|frameless|900x900px]]

To answer the call, click Accept. When you accept a call from an already known customer, you receive a ServiceNow screen pop of the record that matches the contact information of the caller. If you want to learn further on screen pops, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}.

[[File:GASN 24 record screen pop.png|frameless|900x900px]]

Below the call controls, the Adapter shows the '''Case Information section''', where you can examine information about the call. Your administrator determines the access and content of the Case Information section. You can also set the '''Dispositions''' of the call.

Click the '''phone icon''' at the bottom of the Adapter to discover more information about the call: the call type and direction, the state of the call (e.g. hold or release), and the telephone number.

[[File:GASN 25 click phone icon.png|frameless|900x900px]]

On top of that, an '''Activity History of type Call''' containing all information about the interaction is automatically created. The interaction remains active until you mark the call done. Remember you can't sign out if there are any active calls. To learn more about logging out, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Gplus_Adapter_basics}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Inbound calls from an unknown contact
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The procedure is almost similar to the previous case but with a few differences.

When the Gplus Adapter alerts you of an incoming call, you receive a toast with '''information about the interaction'''. This information is configured by your system administrator.

[[File:GASN 26 information about interaction.png|frameless|900x900px]]

After clicking '''Accept''', you receive a ServiceNow screen pop with an incoming Activity History of type Call. If you want to learn more on screen pops and Activity Histories, check {{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}.

The interaction remains active until you mark the call done. Remember you can't sign out if there are any active calls. To learn more about logging out, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Gplus_Adapter_basics}}.

If you want to see how to handle outgoing interactions, proceed to {{Link-SomewhereInThisVersion|manual=Agent|topic=Make_outbound_calls}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Agent|topic=Gplus_Adapter_basics}}
*{{Link-SomewhereInThisVersion|manual=Agent|topic=Make_outbound_calls}}
*{{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

GASN/Current/Agent/Gplus Adapter basics

2020-06-12T11:47:53Z

Aiuliano: Published

{{Article
|Standalone=No
|DisplayName=Get started with Gplus Adapter
|TocName=Gplus Adapter basics
|Context=Here is an introduction to the Gplus Adapter for ServiceNow.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The Gplus Adapter for ServiceNow provides integrated management of communication channels within the ServiceNow CRM.

{{Video|id=420132758}}

Watch the following video if you are using the ServiceNow Agent Workspace.

{{Video|id=420788680}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Log in
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Using ServiceNow '''OpenFrame''', Gplus Adapter is loaded and displayed during the ServiceNow login sequence. Log in to your ServiceNow account; then continue logging into the Genesys Adapter.

[[File:GASN 17 login sequence.png|frameless|900x900px]]

If you are prompted to log in, enter your Genesys username (like an email address) and password and click '''Log in'''. If you have logged in before, your username should already be entered. If you have logged into the Adapter previously, the login page automatically inputs your last known place. More often you can accept the last known place, before clicking '''Log in'''.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Gplus Adapter main view
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=After you log in, the main view is displayed. From this view, you can '''change your status''' and make calls.

The Genesys Gplus Adapter displays your name on the upper right. Click your name to check information about yourself: your current status, the duration of your status, your particular phone place, and your login time.

[[File:GASN 18 your information.png|frameless|900x900px]]

When you first log in, notice that your agent status is set for you — for instance, it could be '''Not Ready'''. Click your name to change your status; you can choose among:

*'''Ready'''
*'''Not Ready''' with or without a reason
*'''Do not disturb'''
*'''Log Off'''.

'''Log off''' enables you to log out of Genesys but remain connected to the Adapter.

[[File:GASN 19 your status.png|frameless|900x900px]]

The default state you find at your first login is determined by your system administrator either for the whole contact center/agent group or specifically for you. If your status is not already set to '''Ready''', change it in order to receive inbound calls.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Log out
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To log off all channels and sign out of Gplus Adapter for ServiceNow, click the menu button and then select '''Exit'''.

[[File:GASN 20 log off.png|frameless|900x900px]]

The Adapter returns you to the login page, you must enter your credentials to log in again. When you log out, ensure your interactions are completed before logging out from ServiceNow and closing your browser window.

You can't sign out if there are any active calls. If you try, an error message is displayed. You must click '''OK''' before you can continue working with the Adapter.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Supported channels
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The Gplus Adapter currently supports the '''voice channel'''. It provides you with controls and features that enable you to handle voice interactions with contacts or internal targets (like other agents).

Once you are in an active call — because you called someone, or someone called you — the main view changes to the '''active call toolbar'''. It is visible at the top of the Adapter and displays all applicable call controls and a timer for the active call.

[[File:GASN 21 active call toolbar.png|frameless|900x900px]]

Call controls include:
{{{!}} class="wikitable"
{{!}}+
!Icon
!Function
!Description
{{!}}-
{{!}}[[File:GAMD end call icon.png{{!}}frameless{{!}}35x35px]]
{{!}}Release Call
{{!}}Ends the call.
{{!}}-
{{!}}[[File:GAMD hold call icon.png{{!}}frameless{{!}}35x35px]]
{{!}}Hold Call
{{!}}Places the call on hold. After the call is holding, the Retrieve button is displayed.
{{!}}-
{{!}}[[File:GAMD direct transfer icon.png{{!}}frameless{{!}}35x35px]]
{{!}}Direct Transfer
{{!}}Redirects the call to another contact you select using Team Communicator.
{{!}}-
{{!}}[[File:GAMD consultative transfer icon.png{{!}}frameless{{!}}35x35px]]
{{!}}Consultative Transfer
{{!}}Starts a consultation with another contact before transferring the call to that contact.
{{!}}-
{{!}}[[File:GAMD conference call icon.png{{!}}frameless{{!}}35x35px]]
{{!}}Conference
{{!}}Starts a voice conference instantly with the current caller and an additional contact that you select using Team Communicator.
{{!}}}

In case of multiple interactions at the same time, you can click the '''phone icon''' at the bottom of the Adapter to verify the status of each call. A green bar indicates an active call; inactive calls are indicated by a red bar.

[[File:GASN 22 all active calls.png|frameless|900x900px]]

If you wish to learn how to work with the Adapter, continue to see the page {{Link-SomewhereInThisVersion|manual=Agent|topic=Manage_inbound_calls}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Agent|topic=Manage_inbound_calls}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

GASN/Current/Agent/Supported features

2020-06-12T11:47:35Z

Aiuliano: Published

{{Article
|Standalone=No
|DisplayName=Know more about supported features
|TocName=Supported features
|Context=This section presents the Gplus Adapter supported features that require a more in-depth explanation.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=Click-to-call
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=With the click-to-call feature, all you need to perform is clicking the '''phone icon''' next to a telephone number within ServiceNow and the Gplus Adapter automatically dials it and starts the call. For example, you might search for a contact in ServiceNow and then click the related telephone number.

[[File:GASN 27 make outbound call.png|frameless|900x900px]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Screen pops
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Screen pops are managed and customized by your contact center administrator. Here us how they typically work in an out-of-the-box scenario.

As soon as you accept an inbound call, a search based on the '''Automatic Number Identification (ANI)''' is automatically launched. If an associated contact is found, a '''screen pop''' is triggered inside ServiceNow: the contact detail form opens and displays the data to you. At the same time, an Activity History of type Call —containing all information about that inbound call — is automatically created in ServiceNow and made available on the related Contact landing page.

For outgoing calls, as soon as the interaction connects, you receive a ServiceNow screen pop with an outbound Activity History of type Call, which will also be available on the related Contact landing page.

To learn more about Activity Histories, you can read the following paragraph dedicated to the topic.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Activity history
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The screen pop you receive when either accept or make a call equally creates a new Activity History of type Call. If the '''Automatic Number Identification (ANI)''' is recognized by ServiceNow, the Activity History is linked to the '''known Contact'''.

Take a look at the table below for an extensive list of ServiceNow fields included in each Activity and their description.<br />
{{{!}} class="wikitable"
{{!}}+
!ServiceNow Activity Field
!Description
{{!}}-
{{!}}Subject
{{!}}Interaction ID
{{!}}-
{{!}}Call From
{{!}}Inbound call: contact from which originated the call
Outbound call: agent making the call
{{!}}-
{{!}}Call To
{{!}}Inbound call: agent accepting the call
Outbound call: contact receiving the call
{{!}}-
{{!}}Phone Number
{{!}}The telephone number from which the call originated
{{!}}-
{{!}}Direction
{{!}}Type of call (inbound, outbound or internal)
{{!}}-
{{!}}Duration
{{!}}Length of the call in minutes and seconds (updated when the call ends)
{{!}}-
{{!}}Description
{{!}}Comments and notes added by the involved agent(s)
{{!}}}
The Gplus Adapter allows investigating the content of the '''Genesys interaction''' directly from the Activity automatically created.

If you want to learn more about screen pops, check the previous paragraph dedicated to the topic.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Performance Tracker
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=While the Gplus Adapter's main view allows you to access the most common tools that you use every day, such as handling calls and changing your status, there is a supported feature allowing you to monitor and track your performance: the Performance Tracker.

By default, you can reach the Tracker by clicking the '''three-dots icon''' on the main bar and then selecting '''Performance'''. However, this view can be customized by your system administrator.

[[File:GASN 29 performance tracker.png|frameless|900x900px]]

The Performance Tracker view displays a list of your '''Key Performance Indicators (KPIs)''', set up by your system administrator.

Your KPIs are shown as tri-colored bars with a white triangle indicating your standing. The name of the KPIs appears exactly below the bar. If you are not satisfying one of your KPIs, the white arrow points to '''yellow''' and '''red'''. When you are fulfilling them, the white arrow moves to '''green'''.

[[File:GASN 30 tri-colored bars.png|frameless|374x374px]]

Each statistic also displays the statistic value under the colored bar to indicate what your current value is for that data point. If you receive any warnings, they are presented next to your statistic value in form of icons:
{{{!}} class="wikitable"
{{!}}+
!Icon
!Name
!Description
{{!}}-
{{!}}[[File:GAMD worst icon.png{{!}}frameless{{!}}25x25px]]
{{!}}Worst icon
{{!}}Displayed if the evaluation of your performance is below the expected worst level for that KPI or contact center statistic.
{{!}}-
{{!}}[[File:GAMD error icon.png{{!}}frameless{{!}}35x35px]]
{{!}}Error icon
{{!}}Displayed if the evaluation of your performance is below the expected error level for that KPI or contact center statistic.
{{!}}-
{{!}}[[File:GAMD warning icon.png{{!}}frameless{{!}}25x25px]]
{{!}}Warning icon
{{!}}Displayed if the evaluation of your performance for that KPI or contact center statistic goes beyond the expected warning level.
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Related links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Agent|topic=Make_outbound_calls}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

GASN/Current/Admin/Screen pop configuration

2020-06-12T11:46:46Z

Aiuliano: Published

{{Article
|Standalone=No
|DisplayName=How to configure and customize screen pops
|TocName=Screen pop configuration
|Context=This section explains how to configure and customize screen pops.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The out-of-the-box use cases are deployed with the XML file configuration as described in {{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation}}. However, if they do not fulfill your requirements, you can customize them.

Customizations are based on three JavaScript files, which implement the out-of-the-box scenario for different fields. Over here are the first two:

#'''x_sofin_gplus_adap.iwsscriptWWE''': Computer Telephony Integration (CTI) events that can be captured by the connector
#'''x_sofin_gplus_adap.iwsutilWWE''': implementation of the events mentioned in the previous point.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Customize the click-to-call feature
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To customize the outbound-call scenario, an additional file must be handled. This procedure describes how to configure the connector click-to-call feature inside ServiceNow:

To configure the click-to-call feature, follow these steps:

*Open the '''Contact form''' and then the '''Contact menu'''.
*Select '''Configure''' and click '''Table'''.

[[File:GASN configure and table.png|frameless|394x394px]]

*Search the phone fields as shown in the image below.

[[File:GASN search phone fields.png|frameless|600x600px]]

*Select one field among the proposed ones.

[[File:GANS select phone field.png|frameless|800x800px]]

*Go to '''Default Value''' and add the following attribute in the related box:
<syntaxhighlight lang="javascript">
field_decoration= x_sofin_gplus_adap_clicktocall
</syntaxhighlight>

[[File:GASN add parameters.png|frameless|1000x1000px]]

{{NoteFormat|If the Attributes box is not visible, select '''Advanced view''' as shown below.|}}[[File:GASN advanced view.png|frameless|400x400px]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Enable the click-to-call feature on reference fields
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The following procedure describes how to configure the Gplus click-to-call feature inside ServiceNow for the lookup/reference field.

By default, ServiceNow provides some macros to enable the click-to-call feature on reference fields as well. The following macros are available:

*'''show_phone'''
**This macro requires the OpenFrame plugin activation.
**You can configure the Unique Interface (UI) macro using the '''ref_contribution''' parameter to display a phone icon next to the sys_user reference field. The icon is only shown if the phone field in the '''sys_user''' record is populated with the user's contact number.
*'''show_phone_customer_service'''
**This macro requires Customer Service Management and OpenFrame plugins activation.
**You can configure the UI macro using the '''ref_contribution''' parameter to display a phone icon next to the Contact '''customer_account''' reference field in the case form. The icon is only displayed if the phone field in the Contact customer_account record is populated with the user's contact number.

It is possible to enable one of these macros on reference fields (such as '''Caller''' in an '''Incident''', or '''Contact''' in a '''Case'''). These macros will display the phone icon next to the field, as shown below, only if the reference field has at least one telephone number.

[[File:GASN phone icon displayed.png|frameless|800x800px]]

After clicking the '''phone icon''', the available telephone list about the Contact will be displayed.

However, to allow one of these macros to work with Gplus Adapter (that means starting a call in the Adapter), you will need to edit them.

Here you can find the procedure to enable the proper behavior:

*Search and open the '''show_phone''' macro.

*Search the row named '''createInteractionData.opened_for = p.attr('data-caller-id')'''.

*Remove the '''GlideAjax''' section as shown below (adding comments).
<syntaxhighlight lang="javascript">
/*
var ga = new GlideAjax('global.CTIAjaxUtility');
ga.addParam('sysparm_name', 'createInteractionWithPropertyCheck');
ga.addParam('context', JSON.stringify(createInteractionData));
ga.getXML(function(serverResponse) {
var result = serverResponse.responseXML.getElementsByTagName("result");
var output = JSON.parse(result[0].getAttribute("data"));
if(output.status == "success"){
var interaction = {"entity": "interaction", "query" :"sys_id="+output.fields.interactionSysId, "value":output.fields.number, "label":"Interaction", "display":false};
payload.data.data.push(interaction);
}
var context = {"payload": payload, "method" : "openframe_communication" };
jslog("context with interaction : "+ JSON.stringify(context));
CustomEvent.fireAll("openframe_request", context);
});
*/
</syntaxhighlight>

*Replace the previous section with the following snippet:
<syntaxhighlight lang="javascript">
var payload = {"type": "OUTGOING_CALL", "data" : data, "action":"makecall", "number":p.attr('data-caller-phone'), "attributes": {"ACTIVITY_ID": p.attr('data-task-id'), "ENTITY_TYPE": p.attr('data-task-table'), "CONTACT_ID":p.attr('data-caller-id')}};
var context = {"payload": payload, "method" : "openframe_communication" };
CustomEvent.fireAll("openframe_request", context);
</syntaxhighlight>

*Click '''Save'''.
*In the end to enable the antecedent, associate the macro to '''ref_contributions''': open the '''Incident''' table, search '''Caller''', put '''ref_contributions=show_phone''' or '''ref_contributions=show_phone_customer_service''' in the '''Attribute''' field.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Create new screen pop scenarios
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To create new '''screen pop scenarios''', you have to modify the above-mentioned files by using the procedure given below:

*Open '''ServiceNow Studio'''.
*Select the '''Gplus-Adapter-ServiceNow''' application.
*Choose the needed file in the left panel.

[[File:GASN choose file in left panel.png|frameless|604x604px]]

*Select '''x_sofin_gplus_adap.iwsscriptWWE''' or '''x_sofin_gplus_adap.iwsutilWWE''' and modify the code as required.
*Click '''Save''' to finalize the procedure.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation}}
*{{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_configuration}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

GASN/Current/Admin/Adapter configuration

2020-06-12T11:46:20Z

Aiuliano: Published

{{Article
|Standalone=No
|DisplayName=How to configure the Gplus Adapter
|TocName=Adapter configuration
|Context=This section explains how to set up the Gplus Adapter for ServiceNow.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=Deploy the Connector System Update Set in ServiceNow
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To install the System Update Set, you should perform the following steps:

*Elevate your user's roles as described in the procedure to {{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation|display text=Deploy the Adapter Web Resources in ServiceNow}}.
*Type "update" in the search area and expand the '''Retrieved Updates Sets''' menu, then click '''Import Update Set from XML'''.

[[File:GASN import update set.png|frameless|800x800px]]

*Choose and upload the XML file provided by Genesys.

[[File:GASN upload xml file.png|frameless|800x800px]]

*After importing the file, click '''Preview Update Set''' and then '''Commit Update Set'''.

At this stage, the '''CTI-Connector-ServiceNow''' application is deployed and visible after clicking the '''System Applications''' menu and then '''Application'''.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configure the OpenFrame page in ServiceNow
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Follow this procedure to configure the OpenFrame page in ServiceNow:

*Enter the '''OpenFrame''' menu.

[[File:GASN enter openframe menu.png|frameless|300x300px]]

{{NoteFormat|If the OpenFrame menu is not visible, it means the '''Customer Service plugin''' is missing. Before performing the following steps, the '''OpenFrame plugin''' must be installed. To enable the OpenFrame menu, check {{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation|display text=Enable OpenFrame menu in ServiceNow}}.|}}

*Fill the URL field with the following one: '''x_sofin_gplus_adap_GPlusPage.do'''.

[[File:GASN fill url field.png|frameless|1000x1000px]]

*Add the following parameters in the configuration tab:
<syntaxhighlight lang="javascript">
{"instance": "https://localhost:7777", "branding": "genesys_logo.png", "language": "en-US", "screenpopnew": false, "defaultEntity": "sn_customerservice_case", "defaultContact": "customer_contact"}
</syntaxhighlight>
{{{!}} class="wikitable"
{{!}}+
!Key
!Value
!Description
{{!}}-
{{!}}Screenpopnew
{{!}}default: false
{{!}}Search for associated Cases or Incidents for every new interaction:

*Presence of one Case/Incident: entity is opened.
*Presence of several Cases/Incidents: list is displayed.
*Absence of Cases/Incidents: new Case/Incident is created.
{{!}}-
{{!}}defaultEntity
{{!}}possible values:

*sn_customerservice_case
*incident
{{!}}
*sn_customerservice_case: default entity is Case.
*incident: default entity is Incident.
{{!}}-
{{!}}defaultContact
{{!}}default: customer_contact
possible values:

*customer_contact
*sys_user
{{!}}
*customer_contact: search for Contacts in customer_contact table (typically applies to Cases).
*sys_user: search for Contacts in sys_user table (typically applies to Incidents).
{{!}}}

*Assign the '''"sn_openframe_user"''' role to any user or group that will use the Gplus Adapter.<br />
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configure the Gplus Adapter CSS images
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Follow this procedure to configure the CSS images for the Gplus Adapter.

*Open '''ServiceNow Studio'''.
*Select the '''Gplus-Adapter-ServiceNow''' application.
*Choose the required file in the left-hand panel.

[[File:GASN 31 left-hand panel.png|frameless|454x454px]]

*Select '''iwstoolbar.css''' and click '''Manage Attachment'''.

[[File:GASN 32 manage attachment.png|frameless|800x800px]]

*Choose the files in the '''Attachments''' folder provided with the installation package as shown in the image below.

[[File:GASN 33 attachments installation package.png|frameless|800x800px]]

*To retrieve the CSS code snippet, rename the ServiceNow instance adding '''"/x_sofin_gplus_adap_css_generator.do"''' in its end (<nowiki>https://<servicenowinstance>.service-now.com/x_sofin_gplus_adap_css_generator.do</nowiki>).

[[File:GASN 34 retrieve css code snippet.png|frameless|800x800px]]

*Replace the code into the '''iwstoolbar.css''' style under the /* replace area start */ tag in ServiceNow Studio.

[[File:GASN 35 replace code.png|frameless|800x800px]]

*Click '''Update''' to save the configuration.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation}}
*{{Link-SomewhereInThisVersion|manual=Admin|topic=Screen_pop_configuration}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

GASN/Current/Agent

2020-06-12T11:46:13Z

Aiuliano: Published

{{MintyDocsManual
|product=Draft:GASN
|version=Current
|manual=Agent
|defaultform=Form:ArticleUnstructured
|displayname=Agent's Guide
|inherit=no
|pagination=no
|topicslist=* -Get started with Gplus Adapter
** Gplus Adapter basics
* -Handle interactions with Gplus Adapter
** Manage inbound calls
** Make outbound calls
** Supported features
|topicslistpage=
}}
{{Article
|PageType=Manual
}}

GASN/Current/Admin/Prerequisites and browser support

2020-06-12T11:45:55Z

Aiuliano: Published

{{Article
|Standalone=No
|DisplayName=Prerequisites and browser support
|TocName=Prerequisites and browser support
|Context=This section describes preconditions and browser requirements of the Gplus Adapter for ServiceNow.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=Prerequisites
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The Gplus Adapter for ServiceNow has the following prerequisites:

*'''PureEngage Cloud''' must be enabled.
*'''ServiceNow with OpenFrame plugin''' must be installed.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Browser support
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The Gplus Adapter is an integrated solution based on '''Genesys''' and ServiceNow, rendered within the '''OpenFrame'''.

The Gplus Adapter for ServiceNow can be used with the following browsers:

*'''Google Chrome'''
*'''Microsoft Edge'''.

To learn more about the Adapter installation, see {{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

GASN/Current

2020-06-12T11:45:31Z

Aiuliano: Published

{{MintyDocsVersion
|status=Released
|manualslist=Administrator, Agent
|comingsoon=Yes
|productshort=Draft:GASN
|version=Current
}}

GASN/Current/Admin/Adapter installation

2020-06-12T11:44:34Z

Aiuliano: Published

{{Article
|Standalone=No
|DisplayName=How to install the Gplus Adapter
|TocName=Adapter installation
|Context=This section describes how to install and configure the Gplus Adapter for ServiceNow.
|ComingSoon=No
|Platform=PureEngage
|Prereq=We assume that:

*- ServiceNow has been configured with the OpenFrame plugin.

*- You own a ServiceNow login with administrator privileges.
|Section={{Section
|sectionHeading=Deploy the Adapter Web Resources in ServiceNow
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=This procedure explains how to deploy the Adapter configuration in ServiceNow. The package includes the following solution to be imported:

*'''Release_1_3.xml'''.

The file implements the:

*Adapter core module
*Out-of-the-box use case scenario.

To proceed with the installation, follow these steps:

*Log into ServiceNow with administrator rights and choose '''Elevate Roles''' in the user dropdown menu.

[[File:GASN elevate roles.png|frameless|400x400px]]

*Confirm '''Elevate Roles'''.
{{NoteFormat|This permission is temporary and should merely be applied for installation purposes as explained in the popup message shown underneath.|}}[[File:GASN confirm elevate roles.png|frameless|400x400px]]

*Click '''OK''' to complete the procedure.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Enable OpenFrame menu in ServiceNow
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To enable the OpenFrame plugin, follow these steps:

*Search "Plugins".

[[File:GASN search plugins.png|frameless|1000x1000px]]

*Select '''OpenFrame'''.

[[File:GASN select openframe.png|frameless|1000x1000px]]

*Click '''Install'''.

After these steps, the OpenFrame menu will be enabled in your system.

If you are interested in setting up the Adapter, see {{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_configuration}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Admin|topic=Prerequisites_and_browser_support}}
*{{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_configuration}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

GASN/Current/Admin

2020-06-12T11:44:18Z

Aiuliano: Published

{{MintyDocsManual
|product=Draft:GASN
|version=Current
|manual=Admin
|defaultform=Form:ArticleUnstructured
|alternateforms=
|displayname=Administrator's Guide
|inherit=no
|pagination=no
|topicslist=* -Get started
** Prerequisites and browser support
* -Installation and configuration of the Adapter
** Adapter installation
** Adapter configuration
** Screen pop configuration
|topicslistpage=
}}
{{Article
|PageType=Manual
}}

File:GASN 35 replace code.png

2020-05-15T16:34:54Z

Aiuliano:

GASN 35 replace code

File:GASN 34 retrieve css code snippet.png

2020-05-15T16:33:38Z

Aiuliano:

GASN 34 retrieve css code snippet

File:GASN 33 attachments installation package.png

2020-05-15T16:32:13Z

Aiuliano:

GASN 33 attachments installation package

File:GASN 32 manage attachment.png

2020-05-15T16:30:24Z

Aiuliano:

GASN 32 manage attachment

File:GASN 31 left-hand panel.png

2020-05-15T16:28:06Z

Aiuliano:

GASN 31 left-hand panel